After you describe the problem, their response will determine what you do next. It may be a matter of motivation, ability, or both. It’s crucial to determine what the problem is and, as importantly, the best way to deal with it?

If the response is, “I don’t know how to do what you asked for,” it’s a training issue. If the response is, “What’s the big deal? It’s a stupid task anyway. I don’t have to do it, do I?” You’re facing a motivation problem.

For the “I don’t know how” situation more information is needed. Is it because they are lacking the necessary skills or knowledge? Are coworkers withholding information or material? Is the work structured poorly? Was the communication unclear? Don’t assume…ask! Once the problems are isolated ask for suggestions. Most problems can have multiple solutions and when people are involved with solving their own challenges, they believe in the solution, are committed to implement them and feel empowered.

For the motivation problem or “What’s the big deal response?”, people often have the wrong concept about motivation. In Crucial Confrontations authors Patterson, Grenny, McMillan, and Switzler say that motivation is about expectations and when deciding what to do, people look to the future and ask, “What will this particular behavior yield?”

As motivational speaker and trainer Zig Zigler says; “The best way to get more of what you want is by helping other people get what they want.” Ask yourself, what are that person’s core values, what do they care about the most? Understanding this will generate leverage and enable you to help the other person see how his or her values will be better realized through the suggestions you are making.

We all have shortcomings but most people will complain about the manager, the equipment, the supplier or processes rather than admit that they have a literacy problem or need training. In a genuinely caring and sensitive way, make it safe to talk about personal challenges.

Creative motivational solutions often mandate we connect short-term benefits with long-term pain. Show how their lack of motivation is affecting other employees, suppliers and the customer. The best way to secure long term success is always to focus on long-term benefits. If the organization is not successful over the long term, no one is.

Whether it is training or a motivational issue, always connect solving the challenge to existing carrots and sticks. When you talk about rewards remember what your employees or suppliers value and make the rewards relevant. By remembering what is important in their values system you help them see how living up to an expectation helps them get what they want.

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